Customer Success Manager

Why You Will Enjoy Mondays Again

Opportunity to collaborate with a diverse group of colleagues in a fun, creative environment

Progressive career journey and opportunity for advancement

Continuous development through training, mentorship and certification programs

Exposure to modern technologies across various industries in an agile environment

Remote work

A Day in the Life

The Customer Success Manager is an account management role at Sparq, responsible for nurturing and maintaining strong client relationships while guiding internal teams to deliver exceptional results. This individual will serve as the primary liaison between our clients and our consulting teams, ensuring that project goals are met and client satisfaction is prioritized. The ideal candidate is an excellent communicator, a strategic thinker, and a proactive problem-solver who can manage complex projects and foster team growth.

Superior Time Management

You possess an exceptional ability to juggle competing priorities and manage multiple small client accounts simultaneously, all while maintaining an eye for detail and quality.

High Emotional Intelligence (EQ)

You are an empathetic leader who can effectively support and manage colleagues across various projects. You have a natural ability to sense low morale or drive and can proactively intervene to foster a positive and motivated team environment.

Excellent Judgment

You know when to dive deep into project details to provide hands-on support and when to trust your team to deliver. You can make sound judgment calls to ensure project success and team autonomy.

Proactive Risk Mitigation

You have a forward-thinking mindset, capable of quickly identifying, understanding, and mitigating potential risks before they impact our clients or our team.

Technical Aptitude

You have experience or can quickly come up to speed using CRM platforms (Salesforce) and ERP tools (Netsuite / OpenAir)

What It Takes

Client Relationship & Strategic Growth

Serve as the primary point of contact for client stakeholders, building trusted advisor relationships by effectively communicating project progress, goals, and outcomes.

Proactively identify and pursue opportunities for growth and expansion within assigned client projects.

Develop and present strategic suggestions to help clients achieve their long-term business objectives.

Lead and facilitate key client meetings and project ceremonies (e.g., internal check ins, client check ins, project health updates).

Project & Team Leadership

Provide coaching, guidance, and support to Sparq project teams, ensuring they have the necessary resources to succeed.

Act as the primary escalation point for both client and team members to resolve issues and remove blockers, ensuring positive project momentum.

Collaborate closely with project teams to ensure the successful execution and delivery of consulting engagements within the defined scope.

Manage competing priorities in complex account environments, managing expectations for deliverables and other client asks as needed.

Operational & Financial Oversight

Analyze and report on account health, escalating risks and issues to internal stakeholders as appropriate.

Oversee and approve weekly timesheet submissions and monthly invoices for project teams.

Assist with project financial forecasting and analysis of actuals versus projections.

Manage the onboarding of new colleagues to client projects, coordinating equipment logistics, system access, and credentials.

This role may require some administrative duties, including scheduling meetings, preparing internal reports, and maintaining internal project documentation.

Talent & Team Development

Manage a team of Sparq Client Success colleagues, providing regular performance feedback, conducting annual reviews, and supporting their professional development.

Participate in the interview process for the Client Success team and provide insightful feedback on candidate qualifications.

Equal Employment Opportunity Policy : Sparq is proud to offer equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

Remote